Terms & Conditions



Terms & Conditions

  • 1. Debiting from your Account

    1.1. By signing a Direct Debit Request, you have authorised us to arrange for funds to be debited from your Account. You should refer to the Direct Debit Request and this Agreement for the terms of the arrangement between us and you.

    1.2. Open Hands will only arrange for funds to be debited from your Account as authorised in the Direct Debit Request.

    1.3. If the Debit Day falls on a day that is not a Business Day, Open Hands may direct your Financial Institution to debit your Account on the following Business Day.

    1.4. If you are unsure about which day your Account has or will be debited, you should ask your Financial Institution.

    1.5. Please note that while Open Hands will debit your Account on the day nominated by you, please check with your Financial Institution to confirm the day this takes effect.

  • 2. Changes by us

    2.1. Open Hands may vary any details of this Agreement or a Direct Debit Request at any time by giving you at least 14 days written notice.

  • 3. Changes by you

    3.1. Subject to 3.2 and 3.3, you may change, stop or defer a Debit Payment, or terminate this Agreement under a Direct Debit Request by providing us with at least 14 days notification in writing to us, or arranging it through your own Financial Institution.

    3.2. If you wish to change, stop, defer a Debit Payment or reduce the amount of the payment, you must notify us in writing so that Open Hands receive the request at minimum of 14 days before the next Debit Day.

    3.3. You may also cancel your authority for us to debit your Account at any time. You must notify us in writing so that Open Hands receive the request a minimum 14 days before the next Debit Day.

    3.4. In relation to 3.2 and 3.3, Open Hands will send you a confirmation notification via email advising that Open Hands has received and processed your request. Should you not receive this confirmation within 14 days, please contact us again to ensure Open Hands has received your request.

  • 4. Donor's Obligations

    4.1.  It is your responsibility to ensure that there are sufficient clear funds available in your Account to allow a Debit Payment to be made in accordance with the Direct Debit Request

    4.2. If there are insufficient cleared funds in your Account to meet a Debit Payment: a) you may be charged a fee and/or interest by your Financial Institution; b) you may also incur fees or charges imposed or incurred by us; and c)  you must arrange for the Debit Payment to be made by another method or arrange for sufficient cleared funds to be in your Account by an agreed time so that Open Hands can process the Debit Payment.

    4.3. You should check your Account statement to verify that the amounts debited from your Account are correct. If Open Hands is liable to pay Goods and Services Tax (GST) on supply made in connection with this Agreement, then you agree to pay Open Hands on demand an amount equal to the consideration payable for the supply multiplied by the prevailing GST rate.

  • 5. Transactional Disputes

    5.1 All complaints, grievances and disputes will be treated seriously and in a timely manner with procedural fairness and confidentiality. All parties are required to participate in the dispute resolution process in good faith. 5.1. If you believe that there has been an error in debiting your Account, you should notify us directly in writing at the first instance to hello@openhands.co with relevant details so that Open Hands can resolve your query more quickly.

    5.2. If Open Hands conclude as a result of our investigations that your Account has been incorrectly debited, Open Hands will make arrangements to reimburse you. Open Hands will also notify you in writing of the amount by which Open Hands has reimbursed you.

    5.3. If Open Hands conclude as a result of our investigations that your Account has not been incorrectly debited, Open Hands will respond to your query by providing you with reasons and any evidence for this finding.

    5.4. Any queries you may have about an error made in debiting your Account should be directed to us in the first instance so that Open Hands can attempt to resolve the matter between us and you. If Open Hands cannot resolve the matter, you can still refer it to your Financial Institution which will obtain details from you of the disputed transaction and may lodge a claim on your behalf.

  • 6. Accounts

    You should check:

    a) with your Financial Institution whether Direct Debiting is available from your Account as Direct Debiting is not available on all Accounts offered by Financial Institutions.

    b) your Account details which you have provided to us are correct by checking them against a recent Account statement; and

    c) With your Financial Institution before completing the Direct Debit Request if you have any queries about how to complete the Direct Debit Request.

  • 7. Confidentiality

    7.1 Open Hands will keep any information (including your Account details) in your Direct Debit Request confidential. Open Hands will make reasonable efforts to keep any such information that Open Hands has about you secure and to ensure that any of our employees or agents who have access to information about you do not make any unauthorised use, modification, reproduction or disclosure of that information.

    7.2. Open Hands will only disclose information that Open Hands has about you:

    a) to the extent specifically required by law; or

    b) For the purposes of this Agreement (including disclosing information in connection with any query or claim).

  • 8. Notice

    8.1. If you wish to notify us in writing about anything relating to this Agreement, you should email Open Hands at hello@openhands.co and will respond within 3 business days to your query


Privacy Policy

  • 1. Debiting from your Account

    1.1. By signing a Direct Debit Request, you have authorised us to arrange for funds to be debited from your Account. You should refer to the Direct Debit Request and this Agreement for the terms of the arrangement between us and you.

    1.2. Open Hands will only arrange for funds to be debited from your Account as authorised in the Direct Debit Request.

    1.3. If the Debit Day falls on a day that is not a Business Day, Open Hands may direct your Financial Institution to debit your Account on the following Business Day.

    1.4. If you are unsure about which day your Account has or will be debited, you should ask your Financial Institution.

    1.5. Please note that while Open Hands will debit your Account on the day nominated by you, please check with your Financial Institution to confirm the day this takes effect.

  • 2. Changes by us

    2.1. Open Hands may vary any details of this Agreement or a Direct Debit Request at any time by giving you at least 14 days written notice.

  • 3. Changes by you

    3.1. Subject to 3.2 and 3.3, you may change, stop or defer a Debit Payment, or terminate this Agreement under a Direct Debit Request by providing us with at least 14 days notification in writing to us, or arranging it through your own Financial Institution.

    3.2. If you wish to change, stop, defer a Debit Payment or reduce the amount of the payment, you must notify us in writing so that Open Hands receive the request at minimum of 14 days before the next Debit Day.

    3.3. You may also cancel your authority for us to debit your Account at any time. You must notify us in writing so that Open Hands receive the request a minimum 14 days before the next Debit Day.

    3.4. In relation to 3.2 and 3.3, Open Hands will send you a confirmation notification via email advising that Open Hands has received and processed your request. Should you not receive this confirmation within 14 days, please contact us again to ensure Open Hands has received your request.

  • 4. Donor's Obligations

    4.1.  It is your responsibility to ensure that there are sufficient clear funds available in your Account to allow a Debit Payment to be made in accordance with the Direct Debit Request

    4.2. If there are insufficient cleared funds in your Account to meet a Debit Payment: a) you may be charged a fee and/or interest by your Financial Institution; b) you may also incur fees or charges imposed or incurred by us; and c)  you must arrange for the Debit Payment to be made by another method or arrange for sufficient cleared funds to be in your Account by an agreed time so that Open Hands can process the Debit Payment.

    4.3. You should check your Account statement to verify that the amounts debited from your Account are correct. If Open Hands is liable to pay Goods and Services Tax (GST) on supply made in connection with this Agreement, then you agree to pay Open Hands on demand an amount equal to the consideration payable for the supply multiplied by the prevailing GST rate.

  • 5. Transactional Disputes

    5.1 All complaints, grievances and disputes will be treated seriously and in a timely manner with procedural fairness and confidentiality. All parties are required to participate in the dispute resolution process in good faith. 5.1. If you believe that there has been an error in debiting your Account, you should notify us directly in writing at the first instance to hello@openhands.co with relevant details so that Open Hands can resolve your query more quickly.

    5.2. If Open Hands conclude as a result of our investigations that your Account has been incorrectly debited, Open Hands will make arrangements to reimburse you. Open Hands will also notify you in writing of the amount by which Open Hands has reimbursed you.

    5.3. If Open Hands conclude as a result of our investigations that your Account has not been incorrectly debited, Open Hands will respond to your query by providing you with reasons and any evidence for this finding.

    5.4. Any queries you may have about an error made in debiting your Account should be directed to us in the first instance so that Open Hands can attempt to resolve the matter between us and you. If Open Hands cannot resolve the matter, you can still refer it to your Financial Institution which will obtain details from you of the disputed transaction and may lodge a claim on your behalf.

  • 6. Accounts

    You should check:

    a) with your Financial Institution whether Direct Debiting is available from your Account as Direct Debiting is not available on all Accounts offered by Financial Institutions.

    b) your Account details which you have provided to us are correct by checking them against a recent Account statement; and

    c) With your Financial Institution before completing the Direct Debit Request if you have any queries about how to complete the Direct Debit Request.

  • 7. Confidentiality

    7.1 Open Hands will keep any information (including your Account details) in your Direct Debit Request confidential. Open Hands will make reasonable efforts to keep any such information that Open Hands has about you secure and to ensure that any of our employees or agents who have access to information about you do not make any unauthorised use, modification, reproduction or disclosure of that information.

    7.2. Open Hands will only disclose information that Open Hands has about you:

    a) to the extent specifically required by law; or

    b) For the purposes of this Agreement (including disclosing information in connection with any query or claim).

  • 8. Notice

    8.1. If you wish to notify us in writing about anything relating to this Agreement, you should email Open Hands at hello@openhands.co and will respond within 3 business days to your query